Customer Relationship Officer -Helios

• Customer Support: Act as the primary point of contact for customers, providing assistance via phone, email, in-person, and online chat. Address inquiries related to watch features, warranty, repairs, and product availability.
• Product Expertise: Offer expert guidance on watch types (luxury, mechanical, quartz, smartwatches, etc.), features, and maintenance. Help customers choose the right product based on their style and requirements.
• Relationship Building: Develop and nurture long-term relationships with customers, ensuring repeat business through personalized service and follow-up.
• Sales Support: Assist customers in making informed purchasing decisions. Upsell and cross-sell accessories such as straps, cases, and other related products to increase revenue.
• After-Sales Service: Coordinate and manage post-purchase services such as repairs, exchanges, and warranty claims. Ensure that customers are satisfied with the quality of their purchase.
• Customer Engagement: Engage with customers through social media platforms, ensuring timely responses to inquiries and addressing any concerns. Maintain positive brand representation across various channels.
• Feedback Collection: Gather customer feedback on products, services, and experiences to improve the overall customer journey.
• Problem Resolution: Address and resolve any customer complaints or issues related to products, services, or delivery with a focus on customer satisfaction and retention.
• Monitor Trends: Stay up-to-date on market trends in the watch industry, competitor products, and customer preferences to provide valuable insights to management.

Qualifications and Skills:

• Education: Bachelor's degree in Business, Marketing, or related fields (preferred).
• Experience: Previous experience in customer service, sales, or a customer relationship management role, preferably within the retail or luxury goods industry.
• Product Knowledge: Strong understanding of different types of watches (mechanical, automatic, quartz, smartwatches) and watch brands (luxury or mainstream).
• Excellent Communication: Exceptional verbal and written communication skills to engage with customers effectively.
• Problem-Solving Skills: Strong ability to handle difficult situations and resolve customer complaints efficiently.
• Attention to Detail: Ability to provide precise information regarding watch features, maintenance, and repairs.
• Sales Skills: Experience in upselling and cross-selling products, with a keen ability to understand and anticipate customer needs.
• Technological Proficiency: Comfortable using CRM software and digital tools to manage customer interactions and track sales. Familiarity with social media platforms for customer engagement is a plus.
• Customer-Oriented Attitude: A passion for delivering excellent customer service and building lasting customer relationships.
• Multilingual (Optional): Ability to speak additional languages is an advantage, particularly for international customers.

Preferred Experience:

• Previous experience in the watch or luxury goods industry is a plus.
• Knowledge of watch servicing and repair processes is beneficial.